DO THE DIFFERENT STORE FORMATS OF THE SAME BRAND MATTER TO CHINESE SHOPPERS? A STUDY ON A JAPANESE FASHION BRAND

Miao Miao 글로벌지식마케팅경영학회 2018 Global Marketing Conference Vol.2018 No.07

Despite the plethora of articles and research in marketing and retailing literatures focused on enhancing customer loyalty, the topic of how to best allocate resources to various loyalty-building efforts has always attracted interest from both academics and practitioners (Kamran-Disfani, et al., 2017). Much research has examined that satisfaction is a strong relative factor of loyalty. However, Kumar, et al. (2012) and Kamran-Disfani, et al. (2017) stressed that the satisfaction-loyalty link could depend on various moderators and mediators. And they pointed out the difference between two types of loyalty—attitudinal and behavioral, and the mediating effect of attitudinal loyalty within the satisfaction-behavioral loyalty link. Thus, there is a need for more studies empirically investigating the satisfaction-loyalty link and how satisfaction effects loyalty in different contexts. On the other hand, many companies have recently been building a greater variety of store formats and attempting to provide a superior shopping experience through their stores in order to increase the possibility of customer revisitation and customer loyalty. Also, consumers not only switch to different retailers in the same product categories but also change to different store formats for the same product purchasing (Anand and Sinha, 2009). The reasons can be considered as customers’ attitudes toward stores and preference of store atmosphere and environment (Wakefield and Baker, 1998). However, few research pays attention to the issue of how, and to what extent, the different store formats have on impacting customer satisfaction and loyalty building. This is especially true of retailers having entered a new overseas market, and how its loyalty building is effected by its store format choice during its developing stages. This study adopts a conceptual model from Kamran-Disfani, et al. (2017) and aims to examine the satisfaction-loyalty link and test if attitudinal loyalty could be a mediator between satisfaction and behavioral loyalty. And if so, do store formats matter to the satisfaction-loyalty link. In short, we develop hypotheses of how store atmosphere, customer satisfaction, attitudinal loyalty, behavioral loyalty are related, and how store format moderates these relationships. In order to improve the understanding of the satisfaction-loyalty link in the context of retail internationalization, we survey a Japanese fashion company — Nice Claup who segmented the Chinese market by operating multiple retail stores, and each retail store plays a discrete role of cultivating customer loyalty. In our analysis, we compare two store formats of Nice Claup, which are the single brand specialty store and the multi-brand store (defined as ―house brand store‖ in this paper). House brand stores aim to offer novel shopping experiences by gathering several Japanese fashion brands into one large store, with each brand having their own detached areas for keeping each brand’s identity separate and recognizable, but are connected to each other by an integrated store design. Both of these two types of stores are named ―Nice Claup‖, and operated by the same retailer. We choose a 388-customer survey data as our sample. All of these customers have purchased clothes at Nice Claup’s stores over 5 times per year and have been given special member’s card by Nice Claup in Shanghai, China. This 388-customer data obtains 180 consumers who always purchase at house brand stores, and 208 consumers who always purchase at single-brand specialty stores. Hypotheses are tested using an ordinary least squares regression model with a cross-store format comparative analysis. The results suggest that while attitudinal loyalty positively and directly influences behavioral loyalty, satisfaction indirectly drives behavioral loyalty through the mediating effects of attitudinal loyalty. This implies that we should focus on the process of building loyalty and there might be a potential stage before gaining customers’ behavioral loyalty. We also find that there are some important differences between the two store formats, i.e., (1) the effect of store atmosphere (ambience cue, design cue, social cue (Kumar and Kim, 2014)) on satisfaction; (2) the moderating effect of store formats on the relationship between attitudinal loyalty and behavioral loyalty. The findings explore different perception of the two types of stores and influencing factor on building loyalty from an emerging market perspective. By extension, it also shows an application of implementing retail internationalization with adopting multiple store formats on different developing stages, and customer loyalty can be enhanced by offering store novelty in the Chinese market.

치킨 프랜차이즈 점포의 서비스 품질, 점포에 대한 고객만족도, 태도적 충성도 간의 관계 및 인구통계적 변수의 조절 영향

김영두 한국프랜차이즈학회 2020 프랜차이징저널 Vol.6 No.1

This study examined whether the store service quality affects store satisfaction and attitudinal loyalty of the chicken franchise. Prior studies have shown that the store service quality varied depending on the context of stores. Therefore, this study firstly examined what constitutes the store service quality of the chicken franchise. As a result of factor analysis and reliability analysis, it was found that, in the case of the chicken franchise store, the service quality of the store consists of the store environment, customer orientation, and store accessibility. A hierarchical moderating regression analysis was conducted to investigate the relationship between store service quality, store satisfaction, and attitudinal loyalty of the chicken franchise and the moderating effects of demographics. The results are listed below. First, the store service quality of the chicken franchise composed of 3 factors, that is, the store environment, customer orientation, and store accessibility. Second, the store service quality of the chicken franchise has a positive effect on the overall satisfaction with the store. Third, the satisfaction with the store has a positive effect on the attitudinal loyalty of the chicken franchise. Fourth, the store service quality has a positive effect on the attitudinal loyalty of the chicken franchise. Fifth, as a result of examining whether the store satisfaction mediates the relationship between the store service quality and the attitudinal loyalty, the store satisfaction partially mediated the relationship between the store service quality and the attitudinal loyalty. Sixth, age negatively impacts on attitudinal loyalty, whereas age positively moderates the relationship between store service quality or store satisfaction and attitudinal loyalty. Seventh, gender (male vs female) positively impacts on attitudinal loyalty, whereas gender negatively moderates the relationship between store service quality or store satisfaction and attitudinal loyalty. Theoretical and practical implications of the relationship between store service quality, store satisfaction, and attitudinal loyalty of the chicken franchise and the moderating effect of demographics are described in terms of enhancing performance of chicken franchise. 본 연구에서는 치킨 프랜차이즈 점포를 대상으로 점포 서비스 품질이 점포에 대한 고객만족도와 태도적 충성도에 미치는 영향을 살펴보고, 점포 서비스 품질이 점포에 대한 고객만족도 및 태도적 충성도에 미치는 영향을 인구통계적 변수가 조절하는지를 살펴보았다. 점포 서비스 품질과 관련된 기존 연구들에 의하면 점포 서비스 품질 구성 요인은 점포 맥락에 영향을 받는 것으로 나타났다. 따라서 본 연구에서는 치킨 프랜차이즈 점포에서의 서비스 품질 구성 요인이 무엇인지를 먼저 살펴보았다. 요인분석과 신뢰도 분석을 실시한 결과 치킨 프랜차이즈 점포의 경우 점포 서비스 품질은 점포 환경, 고객지향성, 점포 접근성으로 구성되는 것으로 나타났다. 점포 서비스 품질, 점포에 대한 고객만족도, 태도적 충성도 그리고 이들 간의 관계를 인구통계적 변수가 조절하는지를 알아보기 위하여 계층적 조절 회귀분석을 실시하였다. 그 결과는 다음과 같다. 첫째, 점포 서비스 품질은 점포에 대한 고객만족도에 긍정적인 영향을 미치는 것으로 나타났다. 둘째, 점포에 대한 고객만족도는 태도적 충성도에 긍정적인 영향을 미치는 것으로 나타났다. 셋째, 점포 서비스 품질은 태도적 충성도에 긍정적인 영향을 미치는 것으로 나타났다. 넷째, 점포에 대한 고객만족도는 점포 서비스 품질이 태도적 충성도에 미치는 영향을 부분적으로 매개하는 것으로 나타났다. 다섯째, 연령은 태도적 충성도에 부정적인 영향을 미치는 반면 점포 서비스 품질 혹은 점포에 대한 고객만족도가 태도적 충성도에 미치는 영향을 긍정적으로 조절하는 것으로 나타났다. 여섯째, 성별 구분(남성 대비 여성)은 태도적 충성도에 긍정적인 영향을 미치는 반면 점포 서비스 품질 혹은 점포에 대한 고객만족도가 태도적 충성도에 미치는 영향을 부정적으로 조절하는 것으로 나타났다. 본 연구를 통해 발견된 점포 서비스 품질, 점포에 대한 고객만족도, 태도적 충성도 간의 관계 및 인구통계적 변수의 조절효과에 대한 이론적 및 실무적 시사점을 치킨 프랜차이즈 만족도 제고 차원에서 기술하였다.

A STUDY OF HEALTH AND WELLNESS MARKETING OF SUPERMARKETS IN JAPAN

Shinya Nakami 글로벌지식마케팅경영학회 2016 Global Marketing Conference Vol.2016 No.7

The thesis of this study is that, “Health and Wellness”should be prioritized to enhance the store loyalty in Japanese Supermarkets. In order to prioritize, one must understand where the“Health and Wellness”is in the study of Supermarket marketing. As of current situation in Japan, facing two major critical issues, Aging society in advanced culture, and the 3.11 natural disaster linking with the nuclear issues, following hypothesis is made,“Health and Wellness”plays the sensitive and strong role in“Quality”Factor, which reflects store loyalty directly along with the other three; Service, Assortment, and Price of the Quantitative research to Yaoko supermarket customers (see Figure 1). In conclusion, the research question of this study is that, would“Health and Wellness”eventually become an independent 5th key factors constructed store loyalty in the future? The existing study in this study is summarized into two directions;“CSV, Marketing 3.0, and Co-Created Value”and“Store Loyalty”. First, CSV reported by Porter & Kramer (2011) aims to be compatible, both in social and economic values. On the other note, CSR aims to only create a social value. And Marketing 3.0 reported by Kotler, Kartajaya, & Setiawan (2010) is Value-driven marketing similar to CSV. The key concept is focused on the importance of Cooperate Mission, Vision, Value and Co-Creation with consumers and regional community. Precisely, the Marketing 3.0 is related with the concept of Co-Created value (Prahalad & Ramaswamy, 2000; Vargo & Lusch, 2004). In summary, such question may rise; why does a company focus to the idea of CSV, Marketing3.0 nowadays? It is obvious to state, a company suffers from the pressure created by commodity phenomenon of goods and services. Therefore, in order to face such pressure, a company aims to upgrade from the functional value to the ideated value or social value. And this is the basic idea of Marketing 3.0. Next, consumers are very sensitive to social goods and values when they purchase the goods and services more than ever before. Therefore, a company faces to build up not only the economic value but also the social value; which is the basic idea of CSV. In short, both a company and consumers are focused now to the concept of the sustainability as “Health and Wellness” in Japan, where the basic qualities are already covered and are way below the considerable point. With this, essentially, the sustainability is the CSV and Marketing 3.0. Secondly, the research framework of Store loyalty in this study is based on the existing study of Baker, Parasuraman, Grewel, & Voss (2002). And based on Baker’s Store Loyalty Model, this study reflects quantitative research result to Yaoko supermarket customers. The result is that, Store Loyalty to supermarkets of“Co-Created Value” type in Japan is constituted to both “service” (e.g., Emotional satisfaction from shopping, Comforts created by the store atmosphere, and Proposal ability by the employees) and “Quality” for “fresh”foods (e.g., Freshness, Safety). This existing study indicates that, the retailing needs “Customer Perspective” and “Co-Created Value Perspective” in order to earn the store loyalty image within the category of “Service” and “Quality”. The Research Question of this study as mentioned in prior is , would“Health and Wellness”eventually become an independent 5th key factor constructing store loyalty in near future? As a first step, hypothesis of this study is that,“Health and Wellness”reflects directly to the major factor in “Quality” of the 4 factors (e.g., Service, Quality, Assortment, and Price) reflecting the strength of store loyalty. This study adopted three methods; Result of quantitative research to Yaoko supermarket customers in the store (August 8,9,10, and 17, 2014), the others are in-depth interviews (December 28, 2015, Feburary 13, and March 29, 2016), and Group interviews (Feburary 27, 2016) towards numerous customers in different societal groups (e.g., Young family, Post family, and Seniors) at the Yaoko store (see Figure 1). Additionally, quantitative study using POS and Yaoko customer panel will be conducted in this spring of 2016. Therefore, I will be able to further report the detailed result by GMC2016. Also, I am in part of ongoing study of the Health Marketing about Supermarket in Japan collaborating with the Healthcare Workshop in the Distribution Economics Institute of Japan in 2016. With this, I will add on the collaborating study effort in GMC2016. Due to the space limitation, this submission paper only suggests the summary of empirical study. In this study, the interview for Yaoko Top management (August 4 and 11, 2015) was done in with Yaoko Co Head Quarters in Saitama prefecture, which is the most famous “Co-Created Value” supermarkets in Japan. Yaoko conducted the experiment of“Health and Wellness”in Asakaoka, which is their new store in Saitama prefecture completed in Nov. 2015. Yaoko aims to differentiate not only MD, but also Social Value from the competitors. Yaoko Top management and“Health and Wellness”leader has stated that, we would like to be known as the “Yaoko”. Just like now, “Wholefoods Market ” is known by their supermarket name. Such brand strength shows that the cooperate brand surpassed the type of operation as Supermarkets. One format is“Health and Wellness MD”. This format is linked with CSV, Marketing 3.0. They stated that, there are three key points of success (i.e., Internal marketing for employees, Health and Wellness Management for stakeholders, and Health and Wellness MD for customers). These tactics are asked to maintain the balance. From this, I believe that, Yaoko has a strength in balance by“Kotenkeiei ” based Chain Operation, Customers Perspective, and Co-Created Value. Therefore, they will establish this format step by step. As follows, with reference to my Yaoko quantitative research result. The result is, Store Loyalty to Supermarkets of “Co-Created Value” type in Japan is constituted by both “Service” and “Quality” reflecting “fresh”foods. On the other hand, In-depth interviews from the customers and Group interviews toYaoko supermarket customers indicated that, the consumers does not see “Health and Wellness” image in Yaoko Asakaoka Store. However, they ask “Freshness, Safety, and Quality including quality in tastes” in Fresh foods (e.g., Vegitables, Fruits, Fishes and Meats) for Supermarkets when they hear “Health and Wellness”. Also, they stick to purchasing vegetables, fruits and fish that are in its season. Quantitative research , In-depth interviews, and Group interviews results to Yaoko supermarket customers are linked to the consciousness of the consumers in “Health and Wellness”. However it is quite difficult for the retailers to change the consciousness of the consumers when dealing with the image of “Health and Wellness”. Because the retailers use on Assortment and Price is MD-based. Therefore, the retailer is not used to meal-solution and experienced value event that are key to appeal “Health and Wellness”. It is essential to understand the importance of relationships with regional communities. As of now, with such understanding, Yaoko is collaborating with Asaka City in order to enhance the result, which is precisely the “Co-Created Value”with the consumers and administration in regional community. In summary, Yaoko’s CSV and Marketing 3.0 action must be sustained for some years at least. Reason being that, there is of a complexity in establishing the store image and positioning of“Health and Wellness”for their well-aware conscious customers. This marketing strategy based on CSV, Marketing 3.0, and Co-Created Value is most advanced, original, and unique in Japanese retailing. The result will be linked with the avoidance of commodity phenomenon in the near future. This study indicates that,“Health and Wellness”should be prioritized to enhance the store loyalty in Japanese Supermarkets. This approach is differentiated from the cooperate brand image and positioning for the competitors. Currently speaking with the social situations,“Health and Wellness”reflects directly to the major factor “Quality”, which is one of the 4 factors of Store Loyalty by the result of quantitative research, In-depth interviews, and Group interviews to Yaoko supermarket customers.“Health and Wellness”to become an independent 5th key factor to construct store loyalty is still in the midst of progress. The reason is that the consciousness for“Health and Wellness”varies by the customer’s life-stage, gender, and/or that the consumer has kids or not in Japan. The highly conscious customers for“Health and Wellness”may become an independent 5th key factor to construct store loyalty because of such extremely strong value reflect compared to the others. Yet, most Japanese customers believe that“Health and Wellness” is the major factor of “Quality”, which is one of the 4 factors (e.g., Service, Quality, Assortment, and Price) of Store Loyalty according to the result of these research. This study is still on-going and currently, the store experiment is appealing the value of “Health and Wellness”to Yaoko supermarket customers. Therefore, the additional result of quantitative study shall be included and reflected, as it will be completed in prior to the GMC2016. These findings of quantitative and qualitative study will be useful towards the Health Marketing. Essentially, this is the new theoretical development and contribution as how to construct the store loyalty using the Health Marketing. Also, this study indicates the other perspective. It is very difficult for the retailers-side to notice the importance of “Health and Wellness”, and for the customers to keep the balance in“Health and Wellness”, which includes the basics such as, to eat the healthy food, to play a moderate exercise and to have a good sleep.Finally, the retailer may propose the“Health and Wellness”value in Store through Co-Created Value with the consumers in regional community. In such case, the proposal of“Health and Wellness”should be combined with Assortment , Service, Experienced Value Events. Yaoko’s“Health and Wellness”challenge is very unique and original compared to competitors. Most of the retailers are basing the focus only towards Assortment in Healthy foods. Nowadays, Retailing Innovation of Supermarkets in Japan has evolved from MD to appeal the value of “Health and Wellness”. This is called “the innovation with the leap”, as to reflecting on CSV and Marketing 3.0.

대형마트 충성도의 이중경로모형

지성구(Seong Goo Ji),이인구(Ihn Goo Lee) 한국유통학회 2010 流通硏究 Vol.15 No.1

국내 대형마트 점포 수는 2008년 기준 403개로 포화시점에 근접하고 있다. 이러한 경쟁상황에서 ‘점포충성도(store loyalty)’가 지속적 경쟁우위를 위한 전략적 도구로써 그 활용성이 점점 더 중요시 되고 있다. 다양한 관점에서 점포충성도를 대형마트 연구의 핵심적 과제 다루어왔으나, 통합적인 연구 접근 방법이 미흡한 실정이다. 따라서 본 연구에서는 통합적 관점에서 점포충성도가 형성되는 두 가지 경로를 제안하였다. 이중경로모형은 첫째, 내재적경로 ‘서비스품질→고객만족→점포충성도’, 둘째, 외재적 경로 ‘점포개성→점포동일시→점포충성도’로 구성된다. 조사대상은 대형마트를 이용하는 소비자들을 대상으로 진행하였으며, 구조방정식모형 분석을 통하여 제안된 이중경로모형의 적합성 및 가설검증을 실시하였다. 연구결과, 모형의 적합지수들은 상당히 좋은 값들을 보여주고 있다. 또한 본 연구에서 새롭게 제시된 내재적 경로인 서비스품질은 고객만족에 정의 영향을 미치고, 고객만족은 결과변수인 대형마트의 점포충성도에 매우 유의하게 영향을 준 것으로 나타났다. 그리고 외재적 경로에서 대형마트의 점포개성은 점포동일시에 긍정적인 영향을 주고 매개변수인 점포개성은 점포충성도에 영향을 미치는 것으로 나타났다. 이를 통해 본 연구는 대형마트의 점포충성도 형성에 관한 두 가지 경로를 제시함으로써, 이론적, 관리적 시사점을 도출하였고 연구의 한계점과 미래연구방향을 제시하였다. Ⅰ. Introduction The industry of domestic discount store was reorganized with 2 bigs and 1 middle, and then Home Plus took over Home Ever in 2008. In present, Oct, 2008, E-Mart has 118 outlets, Home Plus 112 outlets, and Lotte Mart 60 stores. With total number of 403 outlets, they are getting closer to a saturation point. We know that the industry of discount store has been getting through the mature stage in retail life cycle. There are many efforts to maintain existing customers rather than to get new customers. These competitions in this industry lead firms to acknowledge ‘store loyalty’ to be the first strategic tool for their sustainable competitiveness. In other words, the strategic goal of discount store is to boost up the repurchase rate of customers throughout increasing store loyalty. If owners of retail shops can figure out main factors for store loyalty, they can easily make more efficient and effective retail strategies which bring about more sales and profits. In this practical sense, there are many papers which are focusing on the antecedents of store loyalty. Many researchers have been inspecting causal relationships between antecedents and store loyalty; store characteristics, store image, atmosphere in store, sales promotion in store, service quality, customer characteristics, crowding, switching cost, trust, satisfaction, commitment, etc., In recent times, many academic researchers and practitioners have been interested in ‘dual path model for service loyalty’. There are two paths in store loyalty. First path has an emphasis on symbolic and emotional dimension of service brand, and second path focuses on quality of product and service. We will call the former an extrinsic path and call the latter an intrinsic path. This means that consumers' cognitive path for store loyalty is not single but dual. Existing studies for dual path model are as follows; First, in extrinsic path, some papers in domestic settings show that there is ‘store personality-identification-loyalty’ path. Second, service quality has an effect on loyalty, which is a behavioral variable, in the mediation of customer satisfaction. But, it's very difficult to find out an empirical paper applied to domestic discount store based on this mediating model. The domestic research for store loyalty concentrates on not only intrinsic path but also extrinsic path. Relatively, an attention for intrinsic path is scarce. And then, we acknowledge that there should be a need for integrating extrinsic and intrinsic path. Also, in terms of retail industry, this study is meaningful because retailers want to achieve their competitiveness by using store loyalty. And so, the purpose of this paper is to integrate and complement two existing paths into one specific model, dual path model. This model includes both intrinsic and extrinsic path for store loyalty. With this research, we would expect to understand the full process of forming customers' store loyalty which had not been clearly explained. In other words, we propose the dual path model for discount store loyalty which has been originated from store personality and service quality. This model is composed of extrinsic path, discount store personality→store identification→store loyalty, and intrinsic path, service quality of discount store→customer satisfaction→store loyalty. Ⅱ. Research Model Dual path model integrates intrinsic path and extrinsic path into one specific model. Intrinsic path put an emphasis on quality characteristics and extrinsic path focuses on brand characteristics. Intrinsic path is based on information processing perspective, and extrinsic path emphasizes symbolic and emotional dimension of brand. This model is composed of extrinsic path, discount store personality→store identification→store loyalty, and intrinsic path, service quality of discount store→customer satisfaction→store loyalty. Hypotheses are as follows; Hypothesis 1: Service quality per

유기농 식품 매장에 대한 명성과 사회적 정체성이 매장 충성도에 미치는 영향 분석: 신뢰와 정서적 몰입의 매개효과를 중심으로

박명은,김선옥,유소이 한국소비자정책교육학회 2022 소비자정책교육연구 Vol.18 No.2

In order to maintain a healthy life, more and more consumers are using premium food markets that can select high-quality ingredients or organic and local food. In addition, more and more people feel difficulties in health care after the COVID-19 pandemic. Demand for foods that are effective in enhancing immunity is increasing rapidly. This study identified the factors influencing the loyalty of organic food stores based on consumer perception of organic food stores. First, for the respondent having purchase experience at the organic food stores, the effect of the factors such as store prestige, social identity, trust, and affective commitment on store loyalty was analyzed. Second, the mediating effect of trust and affective commitment, which were considered decisive factors in maintaining long-term relationships with consumer in the purchasing process in which consumer perception is linked to consumer loyalty, was verified to understand the consumer's organic store selection process. As a result of the analysis, it was found that store prestige, trust, and affective commitment significantly affected store loyalty. Second, it was found that store prestige and social identity affected store loyalty via trust and affective commitment indirectly. This study identified various factors influencing store loyalty in selecting organic food stores. It is expected to help organic food-related stores and companies understand consumers' decisions in an integrated manner. Thus, this might be meaningful by laying the theoretical foundation in a situation where there were few studies analyzing the effect of store prestige and social identity on store loyalty. 건강한 삶을 유지하기 위해 우수한 품질의 식재료나 유기농 식품 등의 선택이 가능한 전문 매장을 이용하는 소비자가 증가하고 있다. 또한 코로나19 팬데믹 이후 건강관리의 어려움을 느끼는 사람들이 증가하고 있어 면역력 증진에 효능이 있는 식품에 대한 수요가 급증하고 있다. 본 연구는 유기농 식품 매장에 대한 명성과 사회적 정체성이 매장 충성도로 연계되는 과정에서 소비자와의 장기적 관계를 유지하는데 결정적인 요인으로 간주되는 신뢰와 정서적 몰입의 간접효과를 검증하여 소비자의 유기농 매장 선택 과정을 이해하고자 하였다. 자료 수집을 위해 온라인 조사전문 업체의 패널을 대상으로 설문조사를 실시하였고, 유기농 식품 매장에서의 구매경험이 있는 20세 이상의 성인을 대상으로 조사가 진행되었으며, 총 204부의 설문응답이 최종 분석에 활용되었다. 분석 결과 첫째, 유기농 식품 매장에 대한 명성은 매장 충성도에 유의하게 영향을 주는 것으로 나타났으며, 소비자와의 장기적인 관계를 유지하는데 결정적 요인으로 간주되고 있는 신뢰와 몰입은 매장 충성도에 유의하게 영향을 주는 것으로 나타났다. 둘째, 매장 명성과 사회적 정체성이 매장 충성도와 연계되는 과정에서 신뢰와 정서적 몰입은 매개효과가 있는 것으로 나타났다. 본 연구는 유기농 식품 시장에서 매장의 경쟁우위를 가지기 위한 충성도 창출 요인들의 관계를 이해하고 더 나아가 이러한 요인들의 매개효과를 분석하였다는 점에서 의의가 있다고 할 수 있다. 또한 유기농 식품 매장 충성도에 대한 소비자 행동과정을 통합적으로 분석한 본 연구는 향후 유기농 식품관련 매장 및 소비자 관련 기관의 정책수립에 있어서 유용한 소비자정보로 활용될 것으로 기대한다.

유통업체 상표의 충성도 구조: 패널 및 설문 데이터를 활용한 점포 및 상품 충성도

김현아,이라경,채단비,박진용 한국유통학회 2020 流通硏究 Vol.25 No.4

It is no exaggeration to say that the current retailing environment is an infinite battle field where the retailers compete without boundaries among channel types due to advances in new technology, advent of new retail formats, and changes in consumption patterns. Under these circumstances, retailers are investing in the development and expansion of PB, believing that the PB is a strategic weapon that can simultaneously differentiate stores and enhance profitability, and is an effective way to ultimately lead to loyalty of customers to stores. However, is PB really helping to enhance store loyalty of customer? And if it helps, can it be generalized to all companies and customers? And what factors can further strengthen this relationship? This study began from these questions. In attempt to find the answer, this study systematically classified users based on three years of FMCG purchase data of the panels managed and accumulated by Nielsen Korea. The Various loyalty-related questions were asked through surveys and integrated with panel data to enhance the integrity of the data structure. The research model based on customer responses was proposed to identify the structural causal relationship of these variables. This was to determine the various mutual causal effects to loyalty to the PB itself, PB loyalty at a particular store, and PB loyalty at a particular product within a particular store. In addition, the respondent classification was reflected in the panel data to examine the moderating effect of the customer's price orientation and quality orientation and to explain the basic structural equation model in abundance. Specifically, the focus of this study is to hierarchically distinguish customers’ loyalty to PB and identify their relationships. In other words, the structural causal relationship of three types of loyalty: The structural causal relationship between loyalty to the PB itself (A) and PB loyalty at a particular store (B), PB loyalty within a particular store (B) and PB loyalty to a particular product (C), and loyalty to the PB itself (A) and PB loyalty to a particular product (C) was presented as a basic research model (Alpha, Beta and Gamma). Add to this the moderating effect of customer price orientation (D) and quality orientation (E) on the basic research model. The basic structural equation model and customer classification were reflected in the panel data to explain the moderating effect in abundance. In other words, four panel customers were distinguished by the distinction between heavy users vs. light users and steady users vs. erratic user (2×2) and the variance analysis of the above five components(A to E), differences in causal relationships (Alpha, Beta, and Gamma), and changes in the moderation effects (a1 to b3) were included in the model as shown in Figure 1. The different outcome prediction outcome for the four groups is presented in Figure 2 after the hypothesis was derived. The analysis was conducted with a structural equation model to verify hypotheses 1, 2, and 3 assumed in this study. Among the loyalty, general loyalty to PB itself was included as an exogenous variable, and the in-store PB loyalty and loyalty to specific PB products were included as endogenous variables. The coefficient of relationship between general PB loyalty and in-store PB loyalty is .794 (t=52.211), the coefficient of relationship between in-store PB loyalty and loyalty to a particular PB product is .660 (t=35.079), and the coefficient of the relationship between general PB loyalty and loyalty to a particular PB product is .612 (t=29.532) are identified as statistically significant results. In addition, this study analyzed how the relationships between different types of loyalty depend on price orientation and quality orientation to investigate the moderating effects of hypotheses 4 and 5. The relationship between general PB loyalty and in-store PB loyalty based on price orientation (.028) was statistical...

GENDER HETEROGENEITY IN THE EVALUATIONS OF STORE ENVIRONMENTAL CUES, STORE LOVE AND LOYALTY

Jasmine A.L. Yeap,T. Ramayah 글로벌지식마케팅경영학회 2016 Global Marketing Conference Vol.2016 No.7

Numerous studies have tested the impact of store environmental stimuli on store loyalty via some form of attachment and found that the environmental cues of a store do influence repatronage behaviours such as intentions to visit a store. However, different groups of consumers such as men and women could respond differently to environmental stimuli and develop distinct emotions or attachment towards a store brand (i.e. store love) which eventually results in different store repatronage behaviour (i.e. store loyalty). This study sought to determine whether male and female shoppers evaluated the (1) impact of store environmental cues (ambient, design, merchandise and social) on store love, as well as (2) effect of store love on store loyalty differently from each other. Studies comparing male and female shoppers are crucial as it would help retailers formulate and implement more effective gender-related marketing strategies. The framework and measures of this study were adapted from Koo and Kim (2003). Data was solicited from 863 Millennial shoppers of fast fashion retail stores in Malaysia using a survey method. The focus was on fast fashion stores given their significance as a disrupter in the retail industry and their strong popularity among clothing shoppers. Partial least squares multigroup analysis (PLS-MGA) was used to determine the differences between path coefficients in the structural model as well as compare the loadings of the indicators in the measurement model between both male and female respondents. Results showed that the indicator loadings do not differ significantly between male and female subsamples thereby establishing measurement model invariance. Results from the PLS-MGA showed that male and female shoppers do not evaluate the impact of store environmental cues (ambient, design, merchandise and social) on store love differently. Both groups shared the same perception that all four environmental cues examined in this study were important in cultivating positive feelings and attachment towards a store brand. However, the impact of store love on store loyalty differed significantly among males and females. Interestingly, the effect of store love on store loyalty was higher for the males than the females, contrasting the conventional view of females as the more emotionally-attached and loyal group of consumers.Numerous studies have tested the impact of store environmental stimuli on store loyalty via some form of attachment and found that the environmental cues of a store do influence repatronage behaviours such as intentions to visit a store. However, different groups of consumers such as men and women could respond differently to environmental stimuli and develop distinct emotions or attachment towards a store brand (i.e. store love) which eventually results in different store repatronage behaviour (i.e. store loyalty). This study sought to determine whether male and female shoppers evaluated the (1) impact of store environmental cues (ambient, design, merchandise and social) on store love, as well as (2) effect of store love on store loyalty differently from each other. Studies comparing male and female shoppers are crucial as it would help retailers formulate and implement more effective gender-related marketing strategies. The framework and measures of this study were adapted from Koo and Kim (2003). Data was solicited from 863 Millennial shoppers of fast fashion retail stores in Malaysia using a survey method. The focus was on fast fashion stores given their significance as a disrupter in the retail industry and their strong popularity among clothing shoppers. Partial least squares multigroup analysis (PLS-MGA) was used to determine the differences between path coefficients in the structural model as well as compare the loadings of the indicators in the measurement model between both male and female respondents. Results showed that the indicator loadings do not differ significantly between male and female subsamples thereby establishing measurement model invariance. Results from the PLS-MGA showed that male and female shoppers do not evaluate the impact of store environmental cues (ambient, design, merchandise and social) on store love differently. Both groups shared the same perception that all four environmental cues examined in this study were important in cultivating positive feelings and attachment towards a store brand. However, the impact of store love on store loyalty differed significantly among males and females. Interestingly, the effect of store love on store loyalty was higher for the males than the females, contrasting the conventional view of females as the more emotionally-attached and loyal group of consumers.The findings imply that retailers need to be more astute in creating strong emotional bonds with customers that translate to repatronage behaviours particularly among female shoppers. Male shoppers, as discovered, tend to be less finicky in expressing their love and repatronage intentions for a store once they are contented with the store’s ambience, design, merchandise and service. Alternatively, retailers can seize the opportunity of reaching out to the Millennial male shopper cohort given their potential in market size, characteristic as the less fastidious lot compared to their female counterparts, penchant for recreational shopping and being market mavens when it comes to the latest products, trends and happenings.

슈퍼마켓 점포속성이 점포충성도에 미치는 영향: SSM과 독립자영SM의 비교연구

안성우,권승구 한국유통과학회 2012 유통과학연구 Vol.10 No.11

Purpose – The entry of Super Supermarkets (SSM), operated by large corporations, into the retail distribution market weakens the competitive power of local supermarkets (SM) and their families leading to a rapid collapse of the local-SM market. Accordingly, this is a very sensitive and urgent issue in Korean society and politics. Therefore, the government is required to take steps to activate a local-SM market and regain the loyalty of their customers. However, in spite of the urgent need of a comparative study on the advantages and competitive power of local-SM in relation to the SSM, little research has been done on this issue to date. One purpose of this study is to analyze the differences in store characteristics of the local SM and SSM, and to explore the relationships amongst various store characteristics, such as consumption emotion, relation quality, and store loyalty between store types to provide an efficient solution to activate a local-SM market. Research design, data, methodology - To analyze the differences in the evaluation of store characteristics between store types, and to test the moderator and mediator effects, data werecollected from 488 customers in Seoul, Incheon,and Gyeonggi Province. The theoretical model consists of four hypotheses, and data was processed to test theseusing factor analysis, t-test, regression analysis, hierarchical regression, and the three step regression proposed by Baron and Kenny. Results - First, the analysis shows that local-SM customers evaluate location characteristic factors significantly higher compared to SSM customers. However, SSM customers evaluate quality of merchandise, sales promotion activities, and store environment significantly higher. Yet, there are no significant differences in the evaluation of consumption emotion, relation quality,and store loyalty between the store types. Second, the analysis of moderator effects of the store type show that sales promotion and store atmosphere factors have a significantly negative moderating effecton positive consumption emotion, while positive consumption emotion has a significantly positive moderating effect on absorption of relation quality, while there are no significant moderating effects between consumption emotion and store loyalty. Third, while both trust and absorption of relation quality are partially mediated between consumption emotion and store loyalty, only absorption is partially mediated between positive consumption emotion and store loyalty. There are no significant mediating effects of absorption between negative consumption emotion and store loyalty. Conclusions - We strongly recommend that location restrictions on entrance of SSM into local-SM market should either be further strengthened or sustained for the activation of the local store market. Government should strengthen financial support to improve the quality of merchandise, sales promotion, employee education, store environment of the local-SM by providing appropriate business consulting. Moreover, the result implies that the owners of alocal-SM should take measures to increase customers' absorption and store loyalty, such as store cleanliness, maintaining a delightful atmosphere at the store, and training employees on attitudes towards customers. As this study is restricted within Seoul, Incheon, and Gyeonggi Province, care needs to be taken in generalizing the interpretation and application to the national level.

편의점의 서비스품질 요인이 서비스 만족 그리고 점포충성도에 미치는 영향: 서비스가치 조절효과를 중심으로

한상호,양회창,김종락 한국유통과학회 2015 유통과학연구 Vol.13 No.10

Purpose – The convenience store business sector in South Korea has contributed to economic growth and job creation, and the growth potential of this market segment remains very high. In addition, service value is a more important factor than price in determining purchase intention. Research in the convenience store market is relatively very low compared to other retail sectors. In particular, research on service quality for the convenience of retailers who examine and analyze customer behavior and service quality factors used in the convenience store side of the situation is very inadequate. We have investigated the relationship of store service quality, service satisfaction, and store loyalty. In addition, we have examined the way service value moderates the relationship among these variables. Research design, data, and methodology – The questionnaire was developed using modified and supplementary questions based on the KD-SQS and RSQS models. The study suggested a theoretical model composed of 15 hypotheses on the relations between theoretic variables, and surveys conducted with consumers in discount stores in the Seoul and Gyunggi Metropolitan area in order to verify the hypotheses. We used the SPSS/PC statistical packages to analyze the results. The number of surveys used was 227. Moreover, a structural equating model was also used to analyze the reliability and validity ofthe composing elements and to verify the suggested hypotheses. Results – The overall results of this study are as follows. First, all service quality elements have a significant effect on service satisfaction. Second, all service quality elements have a significant effect on store loyalty. Third, service satisfaction has a significant effect on store loyalty. Finally, when the participants were divided into high and low service value the results of the multiple regression analyses showed that only the relationship between policy of service quality and satisfaction, and human interaction and policy of service quality and loyalty were significant. The implications are discussed based on the findings of the study. Conclusions – First, through direct hypotheses testing, we confirmed that the convenience service quality positively impacts the service satisfaction and loyalty of buyers. In particular, the reliability, origin benefit, and promotion were found to have more influence on satisfaction and loyalty of consumers of a convenience store. Further, for the service quality of the convenience for the consumer loyalty, greater human interaction was a high-value and statistically significantly higher than the degree of improvement in consumer loyalty. This underscores the importance of education and human services management of employees working in a convenience store. In particular, frequent changes in personnel generate results that negatively impact loyalty with customers. These results may lead to a serious problem in the economics of the store. Therefore, it should enhance the value of services through the establishment of training and compensation for employees. In addition, a certain educational level is required as well as a basis for compensation and retention.

점포개성과 기능적 점포이미지가 점포애호도에 미치는 상대적 영향 : 쇼핑동기의 조절효과

전달영,김주완,권주형 한국마케팅관리학회 2009 마케팅관리연구 Vol.14 No.1

The main purpose of this study is to investigate relative impact of store personality and functional store image on store loyalty through the moderating effect of shopping motives. To verify the proposed research model and hypotheses, the data were collected from 377 shoppers in department stores and mass discount stores and were analyzed using structural equation modeling. The results show as follows. First, unique Korean store personality scale was developed and revealed as five dimensions such as enthusiasm, sophistication, unpleasantness, trust, and attraction. Second, sophistication, trust, and attraction dimensions had significant positive effects on store loyalty. Unpleasantness dimension had negative impact on store loyalty but enthusiasm did not. Third, product and value dimension and convenience dimension of functional store image significantly affected store loyalty. Fourth, store personality influenced on store loyalty moderated by strong hedonic shopping motive, but functional store image did not. On the other hand, in case of weak hedonic motive, store loyalty was not significantly affected by store personality but rather influenced by functional store image. Fifth, in case of strong utilitarian shopping motive, store personality as well as functional store image significantly affected store loyalty. On the other hand, in case of weak utilitarian motive, store personality did significantly affect store loyalty but functional store image did not. In particular, store personality did significantly affect store loyalty in case consumers have strong hedonic and utilitarian shopping motives. 본 연구의 주된 목적은 점포개성과 기능적 점포 이미지가 쇼핑동기에 따라 점포 애호도에 미치는 상대적 영향을 규명하는 것이다. 세부적인 연구목적은 첫째, 점포개성과 기능적 점포이미지의 구성차원을 도출한다. 특히 우리나라 특성에 맞는 점포 개성을 구성하는 측정항목을 개발한다. 둘째, 점포개성과 기능적 점포이미지가 점포애호도에 미치는 영향을 알아본다. 셋째, 점포개성과 기능적 점포이미지가 점포애호도에 미치는 상대적 영향력 차이를 쇼핑동기로 작용하는 유희적 쇼핑동기와 효용적 쇼핑동기의 조절효과를 통하여 분석하는 것이다. 연구모형과 가설들은 대형 할인점과 백화점에서 쇼핑을 마치고 나오는 쇼핑객들을 대상으로 377부의 설문지를 수집하여 공분산 구조방정식 모형을 이용하여 검증하였다. 연구의 분석결과는 다음과 같다. 첫째, 본 연구에서 개발한 우리나라 점포특성에 맞는 점포개성 척도는 열의(enthusiasm), 세련(sophistication), 불쾌(unpleasantness), 신뢰(trust), 매력(attraction) 등의 다섯 가지 차원으로 나타났다. 둘째, 점포개성의 세련, 신뢰, 매력 차원은 점포애호도를 긍정적으로 높였으나, 불쾌 차원은 점포애호도를 부정적으로 떨어뜨렸다. 그러나 기대와는 다르게 점포의 열의 차원은 점포애호도에 아무런 영향을 주지 못하였다. 셋째, 제품 및 가치와 편의성 기능적 점포이미지도 소비자의 점포애호도를 유의하게 제고하였다. 넷째, 강한 유희적 쇼핑동기를 가진 소비자들의 경우 점포개성이 점포애호도에 유의한 영향을 미치는 것으로 나타났으나, 기능적 점포이미지는 점포애호도에 유의한 영향을 주지 못하였다. 반면에 쇼핑시 약한 유희적 동기를 가진 소비자들에게는 점포개성이 점포애호도에 유의한 영향을 미치지 못하였다. 오히려 유희적 쇼핑동기가 약할 때 소비자는 저렴한 가격, 시설 편리성, 근접성 같은 기능적 점포이미지를 통하여 점포애호도가 높아지는 것을 알아내었다. 다섯째, 구매목적으로 사전에 계획을 세운 강한 효용적 쇼핑동기를 가진 그룹의 경우 기능적 점포이미지뿐만 아니라 점포개성도 점포애호도에 유의한 영향을 미치는 것으로 나타났다. 반면, 특정한 구매 목적 없이 낮은 효용적 쇼핑동기를 가진 그룹은 점포개성은 점포애호도에 유의한 영향을 주지만, 독특한 상품 구색이나 접근의 편리성 등 기능적 점포이미지는 점포 재이용의사 등에 아무런 영향을 주지 못하는 것으로 나타났다. 따라서 소비자가 유희적 쇼핑동기가 강하든 효용적 쇼핑동기가 강하든 점포개성은 소비자의 점포애호도 제고에 항상 중요함을 알 수 있다.